We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381195 results
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Decision Reference DRN-5690943
19 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5690943 The complaint Miss F is unhappy with AXA PPP Healthcare Limited trading as AXA Health’s decision to apply an exclusion to her policy. Miss F brings her complaint through a representative, but for simplicity, I’ll refer to all submissions as being made by her personally. What... (4 pages)View decision -
Decision Reference DRN-5672906
19 Sep 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5672906 The complaint Mr S’ complaint is about a claim he made on his Allianz Insurance Plc (‘Allianz’) pet insurance policy, which Allianz declined. Mr S says that Allianz treated him unfairly. What happened The details of this complaint are well known to both parties, so I won’t r... (3 pages)View decision -
Decision Reference DRN-5631238
19 Sep 2025 Nationwide Building Society UpheldMortgagesDRN-5631238 The complaint Mrs W complains that Nationwide Building Society didn’t tell her that she wasn’t paying enough to her mortgage, with the result that it went into arrears. She complains about the impact of that on her credit file. What happened Mrs W has a mortgage with Nationw... (3 pages)View decision -
Decision Reference DRN-5639124
19 Sep 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5639124 The complaint Mr W complains about a missed payment marker placed on his credit file by Frasers Group Financial Services Limited trading as Frasers Plus (‘Fraser Plus’). What happened The background to this complaint is well known by both parties so I’ll only summarise it he... (2 pages)View decision -
Decision Reference DRN-5643048
19 Sep 2025 UAB ZEN.COM Not upheldBanking and PaymentsDRN-5643048 The complaint Mr S, via a representative, has complained that UAB ZEN.COM (“Zen”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instea... (3 pages)View decision -
Decision Reference DRN-5539924
19 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5539924 The complaint This complaint is for a limited company (R). But the complaint was brought by Ms H so for ease I will refer to her as much as possible throughout. Ms H is unhappy with Barclays Bank UK Plc. Ms H referred to the appalling experience her and her sister Ms S fac... (5 pages)View decision -
Decision Reference DRN-5496987
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5496987 The complaint Mr B complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The backgroun... (4 pages)View decision -
Decision Reference DRN-5760009
19 Sep 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5760009 The complaint Mr K complains that Lendable Ltd trading as Zable didn’t do enough to help him when he told it about a dispute he had with a merchant. This was over services Mr K paid for using his Zable credit card. What happened In January 2025 Mr K paid £150 to a merchant I... (3 pages)View decision -
Decision Reference DRN-5823288
19 Sep 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5823288 The complaint Mrs and Mr B complain that OneSavings Bank Plc trading as Kent Reliance (OSB) have caused them to pay more interest on their mortgage, than should have been the case. What happened Mrs and Mr B hold a buy-to-let mortgage with OSB. The property is in the name of... (3 pages)View decision -
Decision Reference DRN-5724096
19 Sep 2025 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-5724096 The complaint Miss A has complained about Aioi Nissay Dowa Insurance UK Limited (ANDI)’s decision to overturn a claim it paid and looks to recover the claim costs from Miss A under the fraud term of her car insurance policy. All reference to the insurer ANDI in my decision i... (3 pages)View decision
